Not really sure were to begin but here goes
Management are abysmal, can be on your team as agents one week and be friendly then once promoted will look down on you as if you are lesser than them. Will continually pressure you even when performing well
Very toxic bullying culture, when you request help or extra support you are patronised and scolded like a primary school child
Maximum plus more effort expected for minimum wage
Long hours
Will never get a minutes peace between angry customers on phones and having managers on your case
Managers constantly chatting away to their mates on floors doing very little work yet if an adviser leaves their seat for even a minute there is hell to pay. Also use their mobile phones on floors (blatant breach of their own rules) but if advisers do it they are faced with disciplinary action
You are hired as a technical support adviser then once in the door it becomes very clear what it is all about, the job duties continue to grow and the old “business needs” is thrown out there just basically a loophole which they exploit to get as much out of people for miserable pay. You are continually told “it’s in your contract” then when you challenge management to show this “contract” they conveniently cannot produce it. A clear misrepresentation of the job title and the roles you are expected to perform, they will lure you in and make out that you will be doing tech support only, then will ram sales and other stuff down your neck, when you remind them you were hired to do technical support and not sales, they blatantly lie and say you were told in the interview sales was a part of the job. In actual fact the word sales isn’t even mentioned in the interview. Lie to get you in the door then they continue to lie
Customers are angry and some even at breaking point ready to cancel Sky yet you are still expected to sell them products. Firstsource are so out of touch with reality it is beyond belief, at times they seem to forget their employees are human beings and not robots
Constantly firstsource blame this among other things on Sky in order to shield themselves from any accountability, despite the fact it is firstsource that pay the wages not Sky, so therefore FS should be responsible
There is a serious problem with a lack of support for mental health, I personally do not suffer mental health problems but spoke to and know of many friends who work here that do. In order to cut costs the company put a number of team leaders in as “mental health experts” suddenly they become these overnight, I’m willing to bet between around a half a dozen of them when I was there they didn’t have one qualification between them in this field. And they generally were very untrustworthy and nasty people
These “mental health experts” are the same people who continually gossip about their co workers and some have even cheated on their husbands/wives/partners with co workers, and you are expected to tell them your deep darkest troubles in confidence, yet they are some of the most dishonest people you will ever meet with no integrity
You honestly couldn’t make this stuff up
Regularly have issues with wages, they set criteria for bonuses and overtime then when people meet it they shift the goalposts in order to not pay people what they are promised. Like everything else when there is bother with wages the buck gets passed and advisers are expected to suck it up and wait a fortnight later until next pay day, between management and payroll there is another problem
Management (in order to make it look like they are tackling problems) regularly ask how things can be improved only to shoot down any suggestions by employees. There is a company line and robotic Sky answer for absolutely everything, so “feedback” and “meetings” for these supposed “improvements” are counter productive and a total waste of time
Management, team leaders specifically make out like they will have your back no matter what but are only in it for themselves, will continually pressure agents for sales in order to make money for themselves, then take the heat off themselves by saying they are being pressured by operations, then of course operations say it’s not their fault it’s sky; again a passing of the buck to avoid any responsibility
Even when you hit targets for good customer service this is never enough only interested in sales
No chance of progression unless you are tight with the right people, people go onto a team get into bed with their team leader and themselves are promoted within weeks
You are only a number and are treated as such: I would describe the treatment of employees as way beyond contempt. A clique and nepotism type culture, can trust absolutely no one
Near impossible to get annual leave or book hours to get away early even for important social/personal events but of course never a problem when managers want it; when you can’t get it you are told you are “letting the company down” despite the fact it is holiday leave which you are rightfully and lawfully entitled to
Job put under threat if targets are not met. Even when targets are met the pressure is still on, nothing you ever do is good enough; the pressure is non stop and unrelenting
In spite of all this managers and operations managers have the audacity to ask why morale is so low and why agents don’t feel “valued” yet they continue to heap the pressure on
I think this review and dozens of other reviews speak for themselves or even ask 95% of Derry people who work or have worked here and I’m sure they will have similar things to say
Very obvious why they haven’t got a union within firstsource and they wouldn’t get away with half the things that got on. Firstsource have a law onto themselves. A full scale independent investigation is needed into this place ASAP
This place will take its toll, it is physically and mentally exhausting and absolutely soul destroying
I could go on and write a book but honestly don’t have the time avoid this hell hole at all costs. Absolutely disgusting place to work; my only regret is I didn’t leave a lot sooner than I did
